Provide timely response to customers, in accordance with service level agreements.Diagnose and correct media system problems.Communicate issues effectively to customers, team members, technical experts and management. Maintain regular communication with all impacted groups until the project/problem/task is brought to resolution.Respond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.Maintain accurate information and data regarding end-user issues within the tracking system. Update asset management system to correctly record the life cycle and status of hardware, peripherals, and software. Participate in team projects to enhance the technical infrastructure or improve the problem resolution process. Maintain accurate documentation of all procedures regarding end user device support and operations. Engage with customers and DHTS internal resources to identify trends, training opportunities, and service improvement opportunities. May participate in 24X7 on call rotation. Assist and support the Security Office and Device Support leadership in monitoring and scanning for security and risk. Ensure that the appropriate security measures are to taken in day-to-day work. Remain well-informed of all HIPAA, security, and privacy requirements. Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc

Setting up and installing new hardware, software and mobile devices at local AT&T retail stores. I also installed new software upgrades (TPM) into existing servers within local Enterprise Rental car location.

· Review, resolve and update escalated tickets from service desk using the TFS ticketing system and inventory tracking · Update applications with newer versions by uninstalling then reinstalling via the ITCM    deployment tool · Resolve network connectivity issues by disconnecting wireless network adapter, reconnecting    · Reprogram Avaya B189 (un-bricking) conference phones to obtain an IP address · Swap hard drives and rename computers using USB to install RuAdmin executable then install     · JoinADwWin7Support to map network drive

• Maintained Epic 6 patient database, go-live project• Updated and implemented new software• Handled incoming calls assist with troubleshooting by remotely assessing machines providing solutions, averaging 40 calls per day

My current responsibilities consist of imaging, configuring, and deploying new laptops and desktop computers within the DTHS network. This includes troubleshooting, issues with the existing devices such as network connectivity, and device failure with initial setup. It also involves setting up, and replacing printers on the Duke Server network as well. I am also responsible for adding, renaming, updating new devices, and responding to incidences on the Duke CMDB ticketing system. I am also responsible for managing and maintaining the refresh of old devices and getting them ready for either buyback or surplus. This also consist of testing, and scanning in inventorying of both old and new equipment. I have also been responsible for updated and replaced network USB and V-Bats within existing network closets with the networking team throughout the Duke Hospital campus.

Managing Computer labs within several of the city's parks and recreation locations all across the city of Durham. Setting up network security protocols by maintaining policies and procedures. Setting up routers, access points,and modems for use at remote sites.Setting up new units for office and lab use. Also experienced in troubleshooting, diagnosing,repairing and replacing internal parts in many specific brands. Also currently experienced in setting up and or upgrading from XP to windows 7. Well versed in XP, Vista, and Windows 7. Capable of setting networks for small to large workgroups to work with flonomics and other traffic monitoring systems.